Customer Success is changing faster than the playbooks built for it. We ran this study to understand how companies and leaders are actually navigating the shift to AI: what’s working, what’s mostly noise, and where we’re seeing meaningful movement in roles, titles, skills, and hiring.

The honest answer is that everyone is figuring this out in real time. This report offers a clearer view of where the field is today, where it may be heading, and what leaders should be paying attention to as they build for what comes next.